As a member of the Information Technology Services client services team, the EDP Systems Analyst I provides courteous, timely and effective technology support to students, faculty, and staff including classroom, lab, and event support. This includes deploying, updating, and servicing desktop and mobile computing equipment and related peripherals. This position will work closely with other members of Information Technology Services.

Essential Functions:

• Perform troubleshooting and resolution of issues on desktops, mobile devices, and other endpoint technologies
• Identify user needs and resolve through appropriate technical infrastructure and services
• Monitor and resolve desktop support tickets, acting as Tier II escalation
• for Tier I support staff
• Occasional help desk coverage, including support for phone and walk-in customers
• Occasional travel to remote campuses to deploy and maintain technology
• Focuses on the Commonwealth's Equity Agenda by applying related best practices throughout all job functions.
• Performs other duties as assigned.

Required:

Please Note - as little as one year of work experience may be required when combined with certain educational attainments, as outlined in the combinations below.

Applicants must have at least (A) two years of full-time, or equivalent part-time, professional experience in information technology, of which (B) at least one year must have been in work in which the major duties included systems analysis, OR (C) any equivalent combination of the required experience and the substitutions below.

Substitutions:

• An Associate's degree with a major in the field of data processing or computer programming may be substituted for a maximum of one year of the required (A) experience.*
• A Bachelor's degree with a major in the field of data processing or computer and/or information science may be substituted for the required (A) experience. *
• A Graduate degree with a major in the field of data processing or computer and/or information science may be substituted the required (A) experience. *
• A diploma for completion of a two year full-time, or equivalent part-time, program in a recognized non-degree granting business or vocational/technical school above the high school level with a major in the field of computer programming may be substituted for a maximum of one year of the required (A) experience. *
• An official transcript from a recognized business or vocational/ technical school as evidence of completion of a program consisting of at least 650 hours of instruction in the field of computer programming may be substituted for a maximum of one year of the required (A)experience.
• Graduation from the computer science, information systems, data processing course or a closely-related discipline course of a recognized vocational/technical high school may be substituted for a maximum of one year of the required (A) experience.

• Education toward such a degree or diploma will be prorated based on the proportion of the requirements actually completed.

Preferred:

• Applicants who do not meet the qualifications as stated above are encouraged to put in writing precisely how their background and experience have prepared them with the equivalent combination of education, training, and experience required for the responsibilities of this position.
• Minimum of an Associate's degree preferred.
• Customer Service background preferred.
• Understanding of the Windows and Macintosh Operating Systems, Microsoft Office Suite, and general computer hardware and software troubleshooting.
• Understanding of computer operations and function of hardware, software, and networking.
• Ability to prioritize multiple responsibilities, multi-task and work effectively with other members of a technical team(s).
• Ability to work occasional after-hours support as authorized.
• Ability to work remotely or be onsite as scheduled and travel between three campus locations.

Position Status: AFSCME Union position, full-time, state funded with benefits

Hours: 37.5 hours per week and occasional overtime hours when authorized. This could be a hybrid position with a combination of remote and on-campus days.

Salary: $2,425.55 biweekly/$63,064.30 annually Grade 19 Step 1

Worksite: Assignments will include all Massasoit sites and additional locations as necessary.

Deadline to Apply: June 16, 2024